Job Overview
Employment Type
Hourly
Full-time
Work Schedule
Standard Hours
Flexible
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
Disability insurance
flexible spending accounts
401(k)
Paid Time Off
Job Description
ADTRAV Travel Management, established in 1977, is a highly respected leader in the travel management industry with over four decades of specialized experience. The company manages a full spectrum of travel programs, including corporate, government, vacation, group, meetings, and incentive travel across the United States. Recognized for its steady growth and commitment to excellence, ADTRAV is ranked among the top business travel management firms nationally, serving a diverse client base with customized travel solutions that meet the complex needs of businesses and organizations alike. With a legacy grounded in innovation, customer service, and operational expertise, ADTRAV has developed a reputation... Show More
Job Requirements
- High school diploma or equivalent
- Minimum 3 years experience in group booking and ticketing
- Experience in complex international travel preferred
- Strong proficiency with Sabre GDS
- Ability to manage multiple tasks efficiently
- Excellent customer service skills
- Strong communication skills
- Proficient in Microsoft Office
- Experience with CRM software
- Able to work remotely and meet home-office requirements
- Able to work Monday-Friday 10am-7pm CT and flexible hours
- Ability to sit for extended periods
- Must pass background checks
- Able to maintain confidentiality
- Completed required training
- Self-motivated and organized
- Leadership skills
- Detail-oriented
- Problem-solving abilities
Job Qualifications
- High school diploma or equivalent required
- Minimum of 3 years experience as a group booking and ticketing agent, preferably with complex international experience
- Experience as a senior agent or mentor preferred
- Experience contracting and issuing block space desired
- Strong knowledge and proficiency with GDS systems, particularly Sabre, with Amadeus as a plus
- Proficient in Sabre pricing and phases
- Highly knowledgeable of city, airline, hotel, and car rental codes
- Working knowledge of Fly America, Open Skies, and federal travel regulations
- Strong computer and typing skills
- Demonstrated ability to learn and use technology across multiple applications
- Proven excellent customer service skills
- Proficient with Microsoft Office suite including Outlook, Word, Excel, and Teams
- Experience using CRM software
- Excellent English written and verbal communication skills
- Strong listening skills with the ability to clarify traveler needs
- High attention to detail focusing on accuracy and quality
- Self-motivated with ability to manage multiple tasks independently
- Excellent time-management and organizational skills
- Problem-solving skills with minimal supervision
- Clear and concise communication skills and openness to feedback
- Leadership abilities to motivate and provide feedback
- Discretion and judgment in guidance and training
- Professional and positive demeanor
- Able to work remotely meeting company home-office standards
- Ability to sit and work at a computer for extended periods
- Flexible to work Monday-Friday 10am-7pm CT and after hours as needed
- Successful completion of training programs
- Capable of maintaining confidentiality
- Pass credit, criminal, and employment reference background checks
Job Duties
- Work with the management team to support the day-to-day operations of a client account
- Act as a subject matter expert and assist agents with questions or issues, providing first level support on applications, processes, procedures, and policies
- Assist management team with agent training on accounts, policies, and procedures
- Provide support to the management team on monitoring phones and escalate concerns as needed
- Execute Sabre spectra transactions supporting contractual requirements
- Oversee email and phone queue management and ensure tasks completion within Service Level Agreements
- Check queues of absent agents and assist with tasks
- Ensure tickets are issued and assist with issuing if needed
- Identify process and workflow efficiencies and training opportunities and recommend improvements to management
- Update job aids and documentation on accounts and processes
- Act as a liaison with clients when management is unavailable, researching and resolving customer service issues
- Research PNRs and provide management with facts
- Book and ticket air travel for groups up to 4,000 travelers, including organizing manifests and reporting
- Organize group travel for corporate incentive, leisure, and government clients
- Book and issue airline reservations accurately through GDS
- Assist leadership with researching and coordinating airline contracts
- Manage group blocks, attrition, and utilization
- Follow up with clients regarding travel plans and make adjustments as needed
- Maintain responsiveness to travelers and clients throughout the booking process
- Meet KPIs including transactions, errors, and SLAs
- Document all information in CRM and other tools
- Utilize various travel and booking applications
- Follow company policies and approved workflows
- Provide excellent customer service with empathy
- Communicate effectively to resolve issues
- Stay knowledgeable about ADTRAV industry standards and client base
- Participate in ongoing training
- Represent ADTRAV values and maintain positive relationships
- Adhere to company policies
- Perform other duties as assigned
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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